Our ability to deliver real efficiency benefits and service improvements in the public sector is clearly shown through our design and implementation of a CRM system for Lifelong Learning UK (LLUK).

Charged with the development of skills in the learning profession, LLUK is an independent employer-led sector skills council representing the interests of the one million plus individuals working in lifelong learning. LLUK leads the collection of workforce data and provides analysis on workforce characteristics and trends to better inform future workforce planning, but realised they lacked a single database to ensure effective and coordinated contact management. We worked with them to design a CRM system based on Microsoft Dynamics. Using our product knowledge and experience we implemented the proposal, which now provides clear audit trails for contacts and communications throughout the organisation.

The British Library, is a non-departmental government body and the largest lender of books in the world. Before implementing a CRM system, customer data was held across 37 databases, making it hard to keep track of the various relationships. Yet understanding these interactions was key to meeting customer needs.

Aspective designed and deployed Microsoft Dynamics CRM. Tailored to suit the Library’s individual needs, it has made a huge improvement to its customer care programme. Over 250,000 contacts are housed in one centralised system and the customer services team has a clear overview of which customers have more than one relationship with the library. Now requests can be instantly logged and actioned as they come in.

The library has also made cost savings through disengaging legacy systems. From the success of the initial CRM installation, other areas of the library are now looking to improve their work processes with the aim that CRM will become the ‘hub’ of all British Library customer data.